Services Marketing - Lovelock - Chapter 1

Why Study Services?
(1)
 Services dominate economy in most nations
 Understanding services offers you personal competitive

advantages
 Importance of service sector in economy is growing

rapidly:
 Services account for more than 60 percent of GDP worldwide
 Almost all economies have a substantial service sector
 Most new employment is provided by services
 Strongest growth area for marketing
Slide © 2007 by Christopher Lovelock and Jochen Wirtz Services Marketing 6/E Chapter 1 - 1
Services Dominate the U.S. Economy
(Fig 1.1)
Services, 68% Agriculture, Forestry, Mining,

Fishing, 2.3%
Manufacturing and
Construction,
17.3%
Government, 12.4%
(mostly Services)
Source: Bureau of Economic Analysis, Survey of Current Business, May 2005, Table 1
INSIGHTS
 Private sector service industries account for over two-thirds of GDP
 Adding government services, total is almost four-fifths of GDP
Estimated Size of Service Sector in
Selected Countries (Fig 1.2—updated 10/06)
Cayman Islands (95%), Jersey (93%)

Bahamas (90%), Bermuda ( 89%)
Luxembourg (83%)
Panama (80%), USA (79%)
Japan (74%), France (73%), U.K. (73%), Canada (71%)
Mexico (69%), Australia (68%), Germany (68%)
Poland (66%), South Africa (65%)

Israel (60%), Russia (58%), S. Korea (56%)
Argentina (53%), Brazil (51%)
India (48%)
China (40%)
Saudi Arabia (33%) Services as Percent of GDP

10 20 30 40 50 60 70 80 90
Value Added by Service Industry
Categories to U.S. GDP in 2004
Other (except government) 3.6%
Accommodation and food services 4.0%
Arts, entertainment, and recreation 1.5%
Healthcare and social assistance 10.4%
Educational services 1.3%
Professional and business services 17.3%
Real estate and rental and leasing 18.7%

Finance and insurance 12.6%
Information 7.1%
Transportation and warehousing 4.4%
Retail trade 10.3%
Source: Bureau of Economic Analysis, Wholesale trade 8.9%
Survey of Current Business, May 2005, Table 1
NAICS: A New Way to Classify and
Analyze the Service Economy (RI 1.1)
 NAICS—North American Industry Classification System—

now used to compile and record economic data by
national statistical agencies of the U.S., Canada, Mexico
 New classification system replaces old SIC codes in U.S.
 Captures huge array of new service industries, each with
its own NAICS code
 NAPCS—North American Product Classification System—
assigns codes to thousands of service products
 Particularly useful for looking at rented goods services
 U.S. and Canadian data easily accessible on the Web;

information includes number of establishments and
employment
Some Newer Service Industries
Profiled by NAICS Codes But Not SIC
 Casino Hotels  HMO Medical Centers

 Continuing Care Retirement  Industrial Design Services
Communities
 Investment Banking and
 Diagnostic Imaging Centers Securities Dealing
 Diet and Weight Reducing
Centers  Management Consulting Services
 Environmental Consulting  Satellite Telecommunications

 Golf Courses, Country Clubs  Telemarketing Bureaus
 Hazardous Waste Collection  Temporary Help Services
Why Study Services? (2)
 Most new jobs are generated by services
 Fastest growth expected in knowledge-based industries

 Significant training and educational qualifications required,
but employees will be more highly compensated
 Will service jobs lost to lower-cost countries? Yes, some service
jobs can be exported
Changing Structure of Employment as
Economic Development Evolves
Share of
Employment Agriculture
Services
Industry
Time, per Capita Income Source: IMF, 1997
Why Study Services? (3)
 Powerful forces are transforming service markets

 Government policies, social changes, business trends,
advances in IT, internationalization
 These forces are reshaping

 Demand
 Supply
 The competitive landscape
 Customers’ choices, power, and decision making
Transformation of the Service Economy
Social Business Advances in

Changes Trends IT
Government
Globalization
Policies
 New markets and product categories
 Increase in demand for services
 More intense competition
Innovation in service products & delivery systems, stimulated by better

technology
Customers have more choices and exercise more power
Success hinges on:

 Understanding customers and competitors
 Viable business models
 Creation of value for customers and firm
Factors Stimulating Transformation
of the Service Economy (1)

Changes Trends IT
Government
Globalization
Policies
 Changes in regulations
 Privatization
 New rules to protect customers,
employees, and the environment
 New agreement on trade in services

Changes Trends IT
Government
Globalization
Policies
 Rising consumer expectations
 More affluence
 More people short of time
 Increased desire for buying experiences
versus things
 Rising consumer ownership of high tech
equipment
 Easier access to information
 Immigration
 Growing but aging population

Changes Trends IT
Government
Globalization
Policies
 Push to increase shareholder value

 Emphasis on productivity and cost savings
 Manufacturers add value through service and
sell services
 More strategic alliances and outsourcing

 Focus on quality and customer satisfaction
 Growth of franchising
 Marketing emphasis by nonprofits

Changes Trends IT
Government
Globalization
Policies
 Growth of the Internet

 Greater bandwidth
 Compact mobile equipment
 Wireless networking
 Faster, more powerful software
 Digitization of text, graphics, audio, video

Changes Trends IT
Government
Globalization
Policies
 More companies operating on transnational

basis
 Increased international travel

 International mergers and alliances
 “Offshoring” of customer service
 Foreign competitors invade domestic markets
What Are Services? (1)
 The historical view

 Goes back over 200 years to Adam Smith and Jean-Baptiste Say
 Different from goods because they are perishable (Smith 1776)
 Consumption cannot be separated from production, services are
intangible (Say 1803)
 A fresh perspective: Services involve a form of rental,

offering benefits without transfer of ownership
 Include rental of goods
 Marketing tasks for services differ from those involved in selling
goods and transferring ownership
What Are Services? (2)
 Five broad categories within non-ownership framework:

1. Rented goods services
2. Defined space and place rentals
3. Labor and expertise rentals
4. Access to shared physical environments
5. Systems and networks: access and usage
 Implications of renting versus owning (Service Perspectives 1.1)

 Markets exist for renting durable goods rather than selling them
 Renting portions of larger physical entity (e.g., office space, apartment) can
form basis for service
 Customers more closely engaged with service suppliers
 Time plays central role in most services
 Customer choice criteria may differ between rentals and outright purchases
 Services offer opportunities for resource sharing
Defining Services
 Services
 Are economic activities offered by one party to another
 Most commonly employ time-based performances to bring about
desired results in:
― recipients themselves
― objects or other assets for which purchasers have responsibility
 In exchange for their money, time, and effort, service

customers expect to obtain value from
 Access to goods, labor, facilities, environments, professional skills,
networks, and systems
 But they do not normally take ownership of any of the physical
elements involved
Service Products versus Customer Service
and After-Sales Service
 A firm’s market offerings are divided into core product

elements and supplementary service elements
 Is everyone in service? Need to distinguish between:
 Marketing of services
 Marketing goods through added-value service
 Good service increases the value of a core physical good

 After-sales service is as important as pre-sales service
for many physical goods
 Manufacturing firms are reformulating and enhancing
existing added-value services to market them as stand-
alone core products
Services Pose Distinctive
Marketing Challenges
 Marketing management tasks in the service sector
differ from those in the manufacturing sector
 The eight common differences are:

1. Most service products cannot be inventoried
2. Intangible elements usually dominate value creation
3. Services are often difficult to visualize and understand
4. Customers may be involved in co-production
5. People may be part of the service experience
6. Operational inputs and outputs tend to vary more widely
7. The time factor often assumes great importance
8. Distribution may take place through nonphysical channels
 What are marketing implications?

Differences, Implications, and
Marketing-Related Tasks (1) (Table 1.1)
Difference Implications Marketing-Related Tasks
Most service
products
Customers may be Use pricing, promotion,
and
turned away reservations to smooth
cannot be inventoried
demand; work with ops to
manage capacity
Intangible elements Harder to evaluate
service and distinguish Emphasize physical clues,
usually dominate employ metaphors and vivid
from competitors images in advertising
value creation
Services are often Greater risk and Educate customers on

uncertainty perceived making good choices; offer
difficult to visualize
and understand guarantees
Customers may be Interaction between Develop user-friendly

customer and provider; equipment, facilities, and
involved in co-
but poor task execution systems; train customers,
production
could affect satisfaction provide good support
Differences, Implications, and
Marketing-Related Tasks (2) (Table 1.1)
Difference Implications Marketing-Related Tasks
People may be part Behavior of service Recruit, train employees to

of personnel and customers
service experience reinforce service concept
can affect satisfaction
Shape customer behavior
Operational inputs Hard to maintain quality,
and consistency, reliability
outputs tend to vary Difficult to shield 
more widely customers from failures
Institute good service
Time is money; recovery procedures
Time factor often customers want service
assumes great at convenient times Find ways to compete on
importance speed of delivery; offer
Electronic channels or extended hours
Distribution may take voice telecommunications
place through Create user-friendly,
nonphysical channels secure websites and free
access by telephone
Value Added by Physical, Intangible Elements
Helps Distinguish Goods and Services (Fig 1.6)
Physical
Elements
High
Salt
Detergents
CD Player
Wine
Golf Clubs
New Car
Tailored clothing Plumbing Repair
Fast-Food Restaurant
Health Club
Airline Flight
Landscape Maintenance
Consulting
Life Insurance
Internet Banking
Low Intangible Elements High

Source; Adapted from Lynn Shostack
Progressive and REI: Two Types of
Website Reflecting Core Product (Fig 1.8)
Websites can deliver info-based

services like Progressive’s car
insurance but …
…REI’s camping gear must be delivered

through physical channels to customers
after they have used the website to make
choices, order, and pay
Services Require
An Expanded Marketing Mix
 Marketing can be viewed as:

 A strategic and competitive thrust pursued by top management
 A set of functional activities performed by line managers
 A customer-driven orientation for the entire organization
 Marketing is the only function to bring operating

revenues into a business; all other functions are cost
centers
 The “8Ps” of services marketing are needed to create

viable strategies for meeting customer needs profitably
in a competitive marketplace
The 8Ps of Services Marketing
 Product Elements (Chapter 3)
 Place and Time (Chapter 4)
 Price and Other User Outlays (Chapter 5)
 Promotion and Education (Chapter 6)
 Process (Chapter 8)
 Physical Environment (Chapter 10)
 People (Chapter 11)
 Productivity and Quality (Chapter 14)

Fig 1.9 Working in
Unison: The 8Ps of
Services Marketing
The 8Ps of Services Marketing:
(1) Product Elements
 Embrace all aspects of service performance that

create value
 Core product responds to customer’s primary need
 Array of supplementary service elements

 Help customer use core product effectively
 Add value through useful enhancements
 Planning marketing mix begins with creating a service
concept that:
 Will offer value to target customers
 Satisfy their needs better than competing alternatives
(2) Place and Time
 Delivery decisions: Where, When, How
 Geographic locations served
 Service schedules
 Physical channels
 Electronic channels
 Customer control and convenience
 Channel partners/intermediaries
(3) Price and Other User Outlays
 Marketers must recognize that customer outlays

involve more than price paid to seller
 Traditional pricing tasks:
 Selling price, discounts, premiums
 Margins for intermediaries (if any)
 Credit terms
 Identify and minimize other costs incurred by users:

 Additional monetary costs associated with service usage (e.g.,
travel to service location, parking, phone, babysitting, etc.)
 Time expenditures, especially waiting
 Unwanted mental and physical effort
 Negative sensory experiences
(4) Promotion and Education
 Informing, educating, persuading, reminding customers
 Marketing communication tools

 Media elements (print, broadcast, outdoor, retail, the Internet, etc.)
 Personal selling, customer service
 Sales promotion
 Publicity/PR
 Imagery and recognition

 Branding
 Corporate design
 Content
 Information, advice
 Persuasive messages
 Customer education/training
(5) Process
 How firm does things may be as important as what it does
 Customers often actively involved in processes, especially

when acting as co-producers of service
 Process involves choices of method and sequence in
service creation and delivery
 Design of activity flows
 Number and sequence of actions for customers
 Nature of customer involvement
 Role of contact personnel
 Role of technology, degree of automation
 Badly designed processes waste time, create poor

experiences, and disappoint customers
(6) Physical Environment
 Design servicescape and provide
tangible evidence of service
performances
 Create and maintain physical

appearances
 Buildings/landscaping
 Interior design/furnishings
 Vehicles/equipment
 Staff grooming/clothing
 Sounds and smells
 Other tangibles
 Manage physical cues carefully—
can have profound impact on
customer impressions
(7) People
 Interactions between customers and contact
personnel strongly influence customer
perceptions of service quality
 The right customer-contact employees
performing tasks well
 Job design
 Recruiting
 Training
 Motivation
 The right customers for firm’s mission
 Contribute positively to experience of
other customers
 Possess—or can be trained to have—
needed skills (co-production)
 Can shape customer roles and manage
customer behavior
(8) Productivity and Quality
 Productivity and quality must work hand in hand
 Improving productivity key to reducing costs
 Improving and maintaining quality essential for building

customer satisfaction and loyalty
 Ideally, strategies should be sought to improve both

productivity and quality simultaneously—technology
often the key
 Technology-based innovations have potential to create high payoffs
 But, must be user friendly and deliver valued customer benefits
Marketing Must Be Integrated with
Other Management Functions (Fig 1.10)
Three management functions play central and interrelated roles
in meeting needs of service customers
Operations Marketing
Management Management
Customers
Human Resources
Management
A Framework For Developing Effective
Service Marketing Strategies: Overview
Understanding Customer Needs, Decision Making,

and Behavior in Service Encounters
Chapter 2
Building the Service Model

Part II: Chapters 3-7
Managing the Customer Interface

Part III: Chapters 8-11
Implementing Profitable Service Strategies

Part IV: Chapters 12-15
Framework for Developing Effective
Service Marketing Strategies: Part I
I: Understanding Customer Needs, Decision Making,

and Behavior in Service Encounters
(Chapter 2)
Differences among Services Affect

Customer Behavior
Three-Stage Model of Service Consumption
Prepurchase Stage: Service Encounter Stage:
Search, evaluation of Role in high-contact vs.
alternatives, decision low-contact delivery
Post-Encounter Stage:
Evaluation against
expectations, future
intentions
Service Marketing Strategies: Part II
Building The Service Model

Part II: Chapters 3-7
The Value Proposition
Develop service concept: core Select physical & electronic

& supplementary elements channels for service delivery
Value Exchange
Set prices with reference to

costs, competition & value
The Business Model
Educate customers & promote Position the value proposition

the value proposition against competing alternatives
Service Marketing Strategies: Part III
III: Managing the Customer

Interface
(Chapters 8-11)
Design and manage Balance demand against

service processes productivity capacity
Plan the service

environment
Manage service employees

for competitive advantage
Service Marketing Strategies: Part IV
IV: Implementing Profitable Service

Strategies
(Chapters 12-15)
Create customer relationship Plan for service recovery and

and build loyalty create customer feedback
systems
Continuously improve service

quality and productivity
Organize for change management

and service leadership

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Why Study Services?

 Services dominate economy in most nations

 Understanding services offers you personal competitive

 Importance of service sector in economy is growing

Services, 68% Agriculture, Forestry, Mining,

Cayman Islands (95%), Jersey (93%)

Japan (74%), France (73%), U.K. (73%), Canada (71%)

Mexico (69%), Australia (68%), Germany (68%)

Poland (66%), South Africa (65%)

Saudi Arabia (33%) Services as Percent of GDP

Real estate and rental and leasing 18.7%

 NAICS—North American Industry Classification System—

 U.S. and Canadian data easily accessible on the Web;

 Casino Hotels  HMO Medical Centers

 Environmental Consulting  Satellite Telecommunications

 Most new jobs are generated by services

 Fastest growth expected in knowledge-based industries

Time, per Capita Income Source: IMF, 1997

 Powerful forces are transforming service markets

 These forces are reshaping

Social Business Advances in

Innovation in service products & delivery systems, stimulated by better

Customers have more choices and exercise more power

Success hinges on:

Social Business Advances in

 New agreement on trade in services

Social Business Advances in

Social Business Advances in

 Push to increase shareholder value

 More strategic alliances and outsourcing

Social Business Advances in

 Growth of the Internet

Social Business Advances in

 More companies operating on transnational

 Increased international travel

 The historical view

 A fresh perspective: Services involve a form of rental,

 Five broad categories within non-ownership framework:

 Implications of renting versus owning (Service Perspectives 1.1)

 In exchange for their money, time, and effort, service

 A firm’s market offerings are divided into core product

 Good service increases the value of a core physical good

 The eight common differences are:

 What are marketing implications?

Difference Implications Marketing-Related Tasks

Services are often Greater risk and Educate customers on

Customers may be Interaction between Develop user-friendly

Difference Implications Marketing-Related Tasks

People may be part Behavior of service Recruit, train employees to

Low Intangible Elements High

Websites can deliver info-based

…REI’s camping gear must be delivered

 Marketing can be viewed as:

 Marketing is the only function to bring operating

 The “8Ps” of services marketing are needed to create

 Product Elements (Chapter 3)

 Place and Time (Chapter 4)

 Price and Other User Outlays (Chapter 5)

 Promotion and Education (Chapter 6)

 Physical Environment (Chapter 10)